Guarantees can create a positive impression - businesses can demonstrate the reliability of their services and products with guarantees of satisfaction - Brief Article

Nation's Business, Sept, 1996 by Roberta Maynard

Offering a guarantee of satisfaction is one of the most effective ways to demonstrate the reliability of your product or service, cording to Rath & Strong, a management consulting firm in Lexington, Mass.

The potential for substantial positive impact from such a guarantee is high under any of the following conditions:

* The quality of service within your industry is generally held in poor regard.

* The negative consequences of unsatisfactory service are high.

* The price of your product or service is relatively high.

* The customers, expertise and experience with the product or service are low.

* Your business is strongly affected by referral and word of mouth.

* You depend on repeat business.

To be effective, according to Rath Sz Strong, a guarantee should be:

* Unconditional, with no fine-print exclusions.

* Easy to understand and communicate so that employees and customers have the same idea of what it covers.

* Meaningful, covering service elements important to the customer.

* Reasonably easy to invoke.

A clear, effective guarantee can give a company an edge over its competitors, Rath Sz Strong reports. Chances are that if you make a promise you'll strive to keep it.